This job is no longer available. Continue your job search here.
S&C GN Song CX Service Consultant CL9
Kuala Lumpur
Job No. r00208148
Full-time
Job Description
About Accenture:
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 730,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.
About Global Network:
Part of Strategy & Consulting, the Global Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,600 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Global Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit www.accenture.com/capabilitynetwork.
Practice Overview:
Global Network SONG functional team is aligned to the Strategy & Consulting > Global Network division of Accenture and works with clients across its marketing, commerce, sales, and services department. The team provides transformation services across three key offerings: Marketing Transformation, Commerce & Sales and Services. These services help our clients become living businesses by optimizing strategies towards reducing cost to serve, improving revenue per customer, and enhancing customer experiences.
The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications, High Tech, Banking, Insurance, Energy, Utilities and Retail.
We are looking for passionate and driven individuals who will help define sales, marketing and services strategies, design and implement loyalty solutions and create better customer engagements and experiences. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking, and commitment to quality.
Key Responsibilities
- Own the full completion of complex deliverables with minimum guidance with ability to seek clarity to problems from clients and project leads and able to use CX experience in client’s industry, key value levers and future trends to recommend solutions.
- Identify value-led insights to support CX management transformation projects in terms of ideation formation, solution conceptualization, design, and delivery.
- Facilitate and support in efforts to reimagine and streamline clients CX management processes thinking through metrics and solutions.
- Add value in all scopes of project management initiatives related to contact center and customer care transformation projects which includes design thinking innovative, requirement gathering and problem-solving workshops, customer insights analysis, stakeholder management and roadmap time management.
- Perform research required for CX solution options and vendor assessment (across Genesys, Avaya, Cisco, Google CCAI, Amazon connect, IBM Watson) for clients.
- Support CX management with ecosystem solutions such as AI powered virtual assistance, agent assist, next generation work force optimization, visual automation with computer vision AI to reduce track rolls etc
- Perform CX management capability in understand business requirements and able to formulate foundational, evolving, and advanced capabilities, to cocreate the roadmap path with the clients to achieve leading class CX capabilities.
- Apply customer experience understanding in supporting CX lead in formulating CX target operating model and detailing operating model components such as strategic sourcing & management, agent performance management, CX performance, innovation management, CX management, business intelligent and contact center technology support aligned to vision.
- Apply experiences in owning every stage of conversation design process, from design process from research to identify use cases and user journey, conversational scripting and QA. Define NLP requirements and work with the AI/Discovery team to deliver solutions.
- Able to serve as a strong representative to project team when addressing questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc)
- Work with technical CX management team/developers to convert user requirements into final product.
- Be a strong practitioner and executor in agile delivery process, continuous improvement, and continuous development.
- Development skills and knowledge fluency in CX related data, AI and technology for continuous improvements in profile to be staffed on CX projects.
- To always manage time towards quality and effective work completion and to be an active team contributor by providing useful feedback during team meetings and conversations, and during client meetings and workshops to be able to create hypothesis based on understanding of clients’ issues.
Qualifications
Experience
- 5+ years with digital and CX experience with a strong knowledge and background of industry tools and understanding of designing intuitive and responsive user experiences.
- Developing interaction models using conversational platforms and deep understanding of user-centered design processes.
- Having experience and understanding of end-to-end CX management and contact center transformation with project experience in working with CX solutioning such as Genesys, Google CCAI, Amazon connect, Salesforce Voice etc
- Understanding of CX & contact center architecture and operational models
- Storytelling and communicating requirements, innovations, and ideation successfully across stakeholders in various job levels and backgrounds.
- Strong visual design aesthetic and conceptual thinking; strong handle of layout, navigation, typography, colors, and image composition as applied to web and mobile experiences. Maintains a meticulous attention to detail in all deliverables.
- Working in environments that are ambiguous with requirement to be adaptive.
- Working in large, complex global team environments; excellent written and verbal communications skills with digital and web vocabulary.
- Able to speak confidently to clients about web platforms, how designs will function and how designs can be implemented.
- Comfortable in working efficiently on Botmock, Visio, Adobe HD and Figma. Dev Ops knowledge is a bonus and HTML/CSS is desirable.
- Learning and applying new technologies, methodologies, and insights.
- Familiar in customer data and providing data-driven insights and analysis.
- Industry expertise in telco, utility, products is desirable.
Key Competencies and Skills
- Excellent verbal and written communication skills
- Strong project management, facilitation, and organization skills
- Affinity in technology with strengths in CX and strategy
- High on impact and influence
- Analytical and able to produce valuable insights from functional and customer data.
- Problem Solving mindset.
- Adaptive in working independently and in team setting and effective in a remote, virtual, global environment.
- Self-starter and able to self-manage for effective quality work delivery.
Job Qualifications
Masters of Business Administration/Post Graduate Diploma in Management / Bachelor’s Degree in any related field
